cVidyaCare Customer Support Service

cVidyaCare team provides a quality service and committed to its customers

Marcus Godinho, Fraud Control Manager Algar, Brazil

Getting the Most out of your Revenue Analytics Solutions
Revenue Analytics solutions are investments that must be protected and correctly maintained in order to achieve maximum results and ROI. When correctly utilized, they are highly effective in assisting companies to improve their performance and protect their revenues, but the solutions must be supported and regularly maintained in order to achieve the best results. The challenge of protecting their investment and ensuring that their business operations are optimized lies with the individual operators who must handle this complex task with a qualified team that has the right experience and resources.

Why cVidyaCare is the Intelligent Choice

When customers select cVidyas solution, they receive services which have a decade of industry experience and knowledge built-in. Many select cVidyaCare as their support program to ensure that their investments are secured, their operation is continuous and they achieve the best ROI. cVidyaCare operates as a multi-tiered support structure and adheres to strict procedures in order to handle cases quickly and efficiently. Customers are assigned a dedicated Care Specialist (CS), who will act as the contact point with the company and be responsible for handling their cases. cVidyas customer centric approach is reflected in the cVidyaCare procedures and when needed, the CS is supported by the entire Professional Services teams, so customers can rest assured that they have the best partner in the business. The variety of cVidyaCare service packages were designed specifically to meet the needs of business-critical applications. Gold, Silver and Bronze are the standard service packages and there is also a range of add-on services available.

cVidyaCare - Case Handling Methodology

cVidyaCare support service is designed to offer a hassle-free case handling experience. With support options ranging from online support services to one-on-one interactions, cVidyaCare provides support that is secure, responsive and reliable. When necessary, customer cases are escalated through the tiers of cVidyaCare experts until a solution is found. These experts are supremely qualified, with vast product knowledge and implementation experience gathered from working with a wide variety of operators all around the world. They apply this experience and intimate product knowledge working directly with customers to overcome problems and maintain systems at optimum operating levels. Each customer is designated with a unique login that permits them to report cases. The CS that is assigned to the customer is familiar with the customers specific implementation and architecture and methodically handles the handoff from the project delivery team ensuring that the solution performs correctly. Apart from regular contact with the customer in the form of solution training and feedback, the CS will also execute periodic system health checks.

cVidyaCare Benefits
Best of breed - the most experienced and qualified staff supporting the best solutions Global - cVidyaCare organization is global, multilingual and available 24/7 Protect your business investment professional post-delivery care Maintain your competitive advantage receive the best advice available Receive support on the full range of issues bugs, performance tuning, upgrades, etc. Latest releases receive the latest updates and upgrades

cVidyaCare swift and effective response is really appreciated, and in particular the flexibility in attending site at short notice
Simon Mackenzie-Crooks, Head of Government Liaison & Fraud BSkyB Group Security, UK

Multiple Packages - Features and Benefits

cVidyaCare offers customers a set of service packages from which they can select the level of support they require. The service packages are Gold, Silver and Bronze. The full range of services includes: Service Package Gold Silver Bronze Support for your entire implementation(*) Support converge times V V V 24X7 9X5 9X5 09:00 18:00 09:00 18:00 customer local time customer local time Optimal Improved Basic

SLA Coverage Case report and updates via website, email or phone License free upgrades cVidya Hardware support Third Party Software support
(*) Not included for customers having product support only

V V V V V X V Optional Optional Optional X Optional

Why cVidya?
Domain expertise Global presence Leader in technology development Proven results with huge operational client base Complementary business advice Proven record of satisfied customers Supports SaaS and on-premise delivery

About cVidya cVidya is a leading supplier of Revenue Analytics solutions to communications and digital service providers. Utilizing a big data technology platform and analytical applications, cVidya solutions optimize profits and support decision-making. cVidyas Risk Management, Revenue Assurance, Fraud Management, Marketing Analytics and Sales Performance Management solutions enable over 150 customers around the world to achieve rapid ROI. Follow us on Linkedin, Twitter, Facebook or visit us at www.cvidya.com and YouTube.
US Office 8211 West Broward Blvd. Suite 460 Plantation, Fl 33324, USA T: +1.954.465.2400 UK Office 205 A High St. West Wickham Kent BR4 0PH, UK T: +44.203.514.7507 Israel Office 3 Sapir St. , Ampa Bldg. P.O.B 12003 Herzliya, 46733, Israel T: +972.9.973.4000 Brazil Office Rua Helena 280 cj 604 So Paulo 04552-050, Brazil T: +55.11.3525.7576 Bulgaria Office 13th December 8th St. 3rd floor, Student town Sofia, 1700, Bulgaria T: +359.2.434.1598
124-V02-EN 06/13

Worldwide Presence Canada, Mexico, Guatemala, Spain, Germany, Ukraine, Macedonia, South Africa, India, and Hong Kong For additional information, please contact info@cvidya.com.
Copyright by cVidya Networks, 2013. All rights reserved worldwide.